Open To Work
Farrah Panetta
Danville,CA
Summary
VP of Servicing Operations at National MI, known for implementing process transformations that significantly improved efficiency and reduced costs. Achieved a 40% increase in claims turnaround through effective cross-functional collaboration and talent development. Strong expertise in mortgage servicing operations and strategic resource management leads to measurable results.
Overview
17
17
years of professional experience
Work History
VP, Servicing Operations
National MI
Emeryville, CA
04.2015 - 07.2025
- Architect process and technology transformations that enhanced efficiency and scalability, reducing cost-to-serve by 25%, improving claims turnaround by 40%, and automating 85% of payment workflows to strengthen compliance and partner experience.
- Oversee national servicing and claims operations, ensuring portfolio integrity and regulatory compliance across a $218.4B insured portfolio while aligning with corporate performance, risk, and profitability objectives.
- Developed and operationalized key performance frameworks, delivering real-time portfolio analytics and executive dashboards that improved decision-making and increased operational efficiency by 30%
- Led cross-functional collaboration with IT, Risk, and Product to scale servicing capabilities, strengthen data governance, and reduce exception rates by 50%.
- Cultivated a high-performance culture through coaching and succession planning that doubled retention and engagement while developing future leaders across the enterprise.
Senior Director, Servicing Operations
National MI
Emeryville, CA
09.2013 - 03.2015
- Directed end-to-end mortgage servicing operations, including onboarding, payment processing, escrow, accounting, reporting, and customer service-ensuring 98% SLA compliance and high customer satisfaction.
- Expanded scope to include default reporting and claims, achieving 40% faster claims resolution and 25% reduction in exceptions through process redesign and accountability frameworks.
- Implemented automation and workflow standardization, improving data accuracy and transparency while cutting manual processing time by 35%.
- Oversaw audit and risk programs, maintaining 13 consecutive years of zero findings and strengthening control environments across all servicing functions.
- Championed continuous improvement initiatives, integrating operations, IT, and finance to deliver scalable, compliant, and cost-efficient servicing outcomes.
Director of Policy Servicing
National MI
Emeryville, CA
08.2012 - 08.2013
- Recruited to build the Servicing Operations function from the ground up for a newly established national mortgage insurer, establishing the operational foundation that enabled the company's launch and future scalability.
- Designed and implemented the Servicing Operations Department within the first 4 months, creating core policies, forms, guides, and scalable staffing models to ensure efficiency, standardization, and regulatory alignment.
- Led development of a new enterprise servicing system, partnering with IT and business leaders to define requirements, translate operational needs into system capabilities, and drive implementation through Agile collaboration and daily scrums.
- Secured critical GSE and state regulatory approvals, enabling national launch and positioning the organization for long-term growth and licensing success in all 50 states.
- Built and mentored a high-performing servicing team, achieving 100% retention through a culture of accountability, ownership, and continuous improvement.
- Partnered cross-functionally with Product, Risk, and Compliance to align servicing policies with broader corporate strategy and customer experience goals.
- Recognized for enterprise impact, laying the operational groundwork that supported the company's expansion and readiness for large-scale portfolio onboarding.
Supervisor, Servicing Operations
PMI
Walnut Creek, CA
02.2008 - 07.2012
- Led customer service and servicing operations, overseeing call center performance, resource allocation, and complex servicing functions such as HARP/RTM loan modifications and certificate maintenance.
- Partnered with IT and risk teams to enhance servicing systems, manage data integrity, and implement operational improvements that strengthened compliance and efficiency.
- Streamlined departmental workflows through redesigned procedures and automation initiatives, cutting processing time by 35% and improving customer satisfaction.
Education
Master of Business Administration -
Saint Mary's College
Moraga01.2011
B.S. - Information Systems
University of San Francisco
San Francisco01.2005
Publications
Farrah Panetta Named to HousingWire's List of Rising Stars, 06/16, HousingWire Magazine, The program is among the industry's first to recognize young mortgage and housing industry professionals under the age of 40 who have become leaders in their respective fields. Recipients for this year's awards were selected from hundreds of nominations received by HousingWire editors during an open nomination period. Winners are featured in the June issue of HousingWire magazine.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
$125000/yr - $200000/yrSkills
Accountability, Board-Level Communication, Cooperative, Executive Leadership, GSE & Investor Relations, Organizational Change Management, Portfolio Management, Product Vision & Strategic Planning, Supervise, Talent Development & Succession Management, Executive engagement, high-performance team, Product alignment, Creative problem thinker, Automation & Scalability, CFPB, Cost-Effective, Cross-functional collaboration, DOI, Mortgage Servicing Operations, Policy & Regulatory Compliance (FHFA), Process Optimization, Risk Management & Audit Readiness, data-driven excellence, strategic resource deployment, Analyzing Information, Distribution Channels, FinTech Integration & Digital Transformation, Product Management, Product Roadmap, Reporting Automation, Salesforce CRM, Servicing Platform Implementations (LoanServ, MSP, Black Knight), manage KPIs, data modeling and analytics, Transparent reporting, Claims, Conventional & Non-QM Lending, Default Reporting, Insurance claims management, Investigation Skills: Ability to investigate and identify fraudulent activities effectively, Investor guidelines and regulatory requirements, loan boarding and service transfers, Loan origination, Loss mitigation, Mortgage Lending, Reserving, Servicing, Warehouse Lines
Timeline
VP, Servicing Operations
National MI
04.2015 - 07.2025
Senior Director, Servicing Operations
National MI
09.2013 - 03.2015
Director of Policy Servicing
National MI
08.2012 - 08.2013
Supervisor, Servicing Operations
PMI
02.2008 - 07.2012
Master of Business Administration -
Saint Mary's College
B.S. - Information Systems
University of San Francisco